Call Center Operations Director

Job Summary

A company is looking for a Director, Call Center Operations.

Key Responsibilities

• Oversee call center operations for member services, claims, prior authorizations, appeals, and provider support
• Achieve monthly SLAs and implement corrective action plans for performance gaps
• Manage telephony systems, IVR routing, call queues, and optimize call center software functionality

Required Qualifications

• Bachelor's degree or 8+ years healthcare operations experience
• 6+ years managing payer health plan call centers covering claims, member services, appeals, and provider support
• Deep understanding of benefits, prior authorizations, claims processing, and appeals workflows
• Knowledge of call center functionality including IVR setup and queue management
• Experience developing operational SOPs and business requirement documents